Contact Center Specialist III

Description

: The Contact Center Specialist III is responsible for managing interactions with consumers to ensure high level of customer service. Key responsibilities include answering consumer inquires, directing them to the appropriate department, centralized scheduling services for clinics, collecting appropriate patient information to hand off to clinical teams, and other duties related to ensure patients can easily access their provider(s). Education : ▪ Required : High school diploma or Equivalent

Experience : ▪ Required : 1 year customer service experience ▪ Required : 1 year competency completed in Contact Center Specialist II role or equivalent skills ▪ Preferred : 3+ year customer service experience, healthcare experience, and / or call center experience

Skills : ▪ Outstanding written verbal communication skills ▪ Strong customer services skills that demonstrate empathy, kindness, safety, and compassion ▪ Problem solving skills to analyze and respond to consumer inquires ▪ Ability to work independently and as a member of a team ▪ Possess excellent time management skills ▪ Professional written and verbal communication skills ▪ Proficient in Microsoft Office Programs as well as healthcare related programs ▪ Ability to multi-task, manage call volume and prioritize patient needs ▪ Ability to make timely decisions and provide best possible outcome ▪ Understanding of medical terminology ▪ Collect and communicate clinical requests of patient to clinical teams ▪ Competency in required skills as a Contact Center Specialist II or equivalent skills

Licensure / Certification / Registration : ▪ N / A